Contact center technology
Durr, William.
Contact center technology [electronic resource] / Bill Durr. - London : Henry Stewart Talks, 2009. - 1 online resource (1 streaming video file (51 min.) : color, sound). - Contact center management : how to succeed in today's dynamic environment . - Henry Stewart talks. Marketing & management collection. Contact center management .
Animated audio-visual presentation with synchronized narration. Title from title frames.
Contents: Contact center elements -- Contact center evolution -- Technology infrastructure -- Automatic call distributor -- Computer telephony integration -- Interactive voice response -- Workforce management process -- Workforce management results -- Recording and quality monitoring -- How to make performance measurement work -- Analytics -- Internal and external metrics -- Feedback -- E-learning in the contact center.
Access restricted to subscribers.
Mode of access: World Wide Web.
System requirements: Browser compatibility: updated Mozilla Firefox, Google Chrome, Safari or Internet Explorer 8+. Browser settings: enable JavaScript, enable cookies from the Henry Stewart Talks site. Required Desktop Browser plugins & viewers: Updated Adobe Flash Player & Adobe Acrobat Reader. Mobile device & operating system versions: Android v2.1+, iPhone 4+ (iOS v5.x+), iPad 2+ (iOS v5.x+), BlackBerry OS v7.0+, Windows Phone v6.5.1+.
1903 Henry Stewart Talks
Call centers.
Contact center technology [electronic resource] / Bill Durr. - London : Henry Stewart Talks, 2009. - 1 online resource (1 streaming video file (51 min.) : color, sound). - Contact center management : how to succeed in today's dynamic environment . - Henry Stewart talks. Marketing & management collection. Contact center management .
Animated audio-visual presentation with synchronized narration. Title from title frames.
Contents: Contact center elements -- Contact center evolution -- Technology infrastructure -- Automatic call distributor -- Computer telephony integration -- Interactive voice response -- Workforce management process -- Workforce management results -- Recording and quality monitoring -- How to make performance measurement work -- Analytics -- Internal and external metrics -- Feedback -- E-learning in the contact center.
Access restricted to subscribers.
Mode of access: World Wide Web.
System requirements: Browser compatibility: updated Mozilla Firefox, Google Chrome, Safari or Internet Explorer 8+. Browser settings: enable JavaScript, enable cookies from the Henry Stewart Talks site. Required Desktop Browser plugins & viewers: Updated Adobe Flash Player & Adobe Acrobat Reader. Mobile device & operating system versions: Android v2.1+, iPhone 4+ (iOS v5.x+), iPad 2+ (iOS v5.x+), BlackBerry OS v7.0+, Windows Phone v6.5.1+.
1903 Henry Stewart Talks
Call centers.